Player Support Specialist

Big Viking Games; Remote; CAD 100,000 - 125,000; Full time

Job summary

A growing game development company based in Ontario is seeking a Player Support Specialist for a 6-month contract. The role requires providing top-notch support to players, analyzing support ticket data, and managing game communities. Ideal candidates will have 1-2 years of customer service experience, strong communication skills, and a passion for online games. This remote position offers flexibility within Ontario, with weekend availability required.

Benefits

Flexible working hours

Opportunity for future contracts

Qualifications

• 1-2 years experience in customer service.
• Ability to deliver information in an empathetic manner.
• Strong desire to provide premium service.

Responsibilities

• Providing support to players to resolve tickets.
• Analyzing support ticket data for customer needs.
• Maintaining key performance indicators.

Skills

Customer service experience

Excellent communication skills

Technical proficiency

Passion for online games

Attention to detail

Tools

Salesforce

G-suite

Job description

Important: This is a 6-month contract role for Ontario-based independent contractors only. Contractors are responsible for managing their own taxes, CPP contributions, and any other statutory obligations.

Location & Hours

This is a remote role anywhere in Ontario. Player Support Specialists work 8-hour shifts and must have weekend availability. While full weekends are rarely required, candidates should be comfortable working either Saturday or Sunday as part of a rotating schedule. This 6-month contract is based on 40 hours of work per week.

About Us

Making fans - That’s what we’re all about! Since our humble beginnings in 2011, these two words have driven Big Viking Games to become the successful company it is today. We are focused on making our mark as a next-generation, live operations games company.

We believe that each Viking is unique and brings exponential value to the company. In return, we provide Vikings with the opportunity to solve problems through continuous learning and fostering feedback, ultimately mastering their craft. By investing in our Vikings and in new technologies, we can continue our success for years to come.

We are embarking on an adventure and rely on our team of skilled, enthusiastic, and collaborative Vikings to turn our ship towards a new horizon.

About the Role

Big Viking Games is seeking a contract Player Support Specialist for 6 months to provide support to our growing fan base. You will be on the front lines helping players with everything from billing issues to reporting bugs. You will be the voice of the players as well as the company & will work closely with the rest of the production team to ensure they are aware of what is important to the players and fans.

What You’ll Do

• Providing top-notch support to the players in order to help resolve any support tickets.
• Analyze support ticket data to assess customers needs and achieve a high level of customer satisfaction.
• Contribute to Big Viking Games products with ideas for appropriate content and themes.
• Maintain key performance indicators such as net promoter score, Customer Satisfaction, etc.
• Managing game communities and answering customer support emails.
• Working alongside the QA team to help squash player-reported bugs.
• Supporting marketing campaigns through different forums.
• Ensuring content on community sites is correct & frequent.
• Acting as a liaison between the players and product owners.

What we're looking for

• 1-2 years experience in customer service.
• Excellent written and oral communication skills, along with the ability to deliver information in an empathetic and concise manner.
• Strong desire to provide premium service to customers.
• Ability to work in a fast-paced environment, with mastery in multi-tasking.
• General technical proficiency & internet savvy, including G-suite.
• Passion for online games.
• Exceptional attention to detail, so you'll notice we'd like you to mention "Kattegat" in your application.
• Proven ability to operate autonomously and collaborate cross-functionally in a remote work environment.

Bonus points if you've got

• Strong knowledge of Free to Play, Facebook, or mobile games.
• Experience in online customer support, tech support and/or troubleshooting preferred.
• Salesforce experience on a User Level (Administration Level a plus!).
• Experience in an online gaming environment.
• Experience moderating forum discussion boards strongly preferred.
• Regular collaboration with a high-performing, passionate team of gamers.
• High-impact work on established live-ops games.
• Potential for future contracts or longer-term engagement, based on performance and business needs.

Ready to set sail? Apply now and help steer our next wave of live-ops success!

Big Viking Games is committed to creating an inclusive and accessible environment for all candidates. We welcome applications from individuals of all abilities and will provide accommodations throughout the hiring process as needed. If you require any accommodations, please email [e-mail] so we can work with you to support your needs.